Software Production Support Specialist

New York, NY, US, 10017

Company is working with a rapidly growing fintech company in search of a Software Production Support Analyst. This position is full time, direct hire and on-site in NYC.

The Software Production Support Specialist will work as part of a team to provide technical support to stakeholders using the GBI’s proprietary software products. The successful Software Production Support Specialist will be responsible for identifying and resolving technical issues, answering stakeholders’ queries, and ensuring that they receive high-quality service. This is an entry-level position that offers opportunities for growth and advancement.


  • Monitor and troubleshoot production issues reported by stakeholders
  • Respond to stakeholders’ inquiries and technical issues via email, slack, or ticketing system
  • Troubleshoot and diagnose reported technical issues
  • Communicate with stakeholders, and third-party vendors to resolve issues and provide technical support
  • Escalate complex issues to senior members of the support team as necessary
  • Provide timely updates to stakeholders regarding the status of issues and resolution progress
  • Manage and prioritize multiple support tickets simultaneously
  • Work with development teams to identify and prioritize bug fixes and enhancements
  • Maintain and update knowledge base articles and documentation related to production support
  • Continuously improve technical skills and knowledge of the organization’s software products
  • Collaborate with other production support team members to ensure consistent service delivery and knowledge sharing
  • Participate in on-call rotation for after-hours support as needed
  • Bachelor’s degree in Computer Science, Information Technology or related field
  • Strong problem-solving skills and ability to work independently
  • Excellent verbal and written communication skills
  • Knowledge of SQL and .NET C# programing language
  • Familiarity with software development methodologies such as Agile or Scrum is a plus
  • Ability to work in a fast-paced and dynamic environment

Perks & Benefits:

  • Medical, dental, and vision benefits for employees and their dependents
  • Paid Parental leave
  • Unlimited PTO
  • Company 401K

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Company’s sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Company is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Apply here with ITAQG2075409 as the reference code.